How to give great customer service: The L.A.S.T. method



How to Treat Your Customer While Serving Them

Steps

  1. When the customer approaches your till point, greet them nicely.This means you should acknowledge the customer with eye contact. Say "hello" and smile.
  2. Apologise for any wait, no matter how short.The customer might not understand why they have had to wait. A simple apology reassures them that you're trying your best. "Sorry for your wait" is simple to say. Most customers show their appreciation with a smile.
  3. Announce the deals or specials.Some customers automatically say "no" as they assume you're looking for more money, even if it is a multi-buy saving which you are telling them about. This doesn't mean that the other customers who are looking for more items or bargains are not interest. You won't know unless you ask.
  4. Ask the customer if they found everything they are looking for.Some customers automatically say "yes" but again, if you don't ask you won't know. It is all apart of good customer service. Some customers may not have found staff in the departments and you are the last chance for added sales!
  5. Offer a bag with their purchase.Some stores have additional charges in place for carrier bags, if this is the case please make sure you let the customer know of the extra cost. If not, always make sure you are offering a bag and not assuming the customer needs one. Some customers bring their own reusable bags shopping with them but won't really use them unless they have to. Offering a bag could save your company money & the planet!
  6. Ask the customer how they would like to pay for their purchase.This question is not always needed as some customers are already prepared with their debit cards, credit cards or cash. If you do have the option of asking, it is always considerate to.
  7. Your last chance for sales; Ask the customer if they found everything they needed today.You might think that this is a repeat question of, "Did you find everything you were looking for?" but it's not! The till point is usually surrounded by gift items and gift cards/vouchers. Your customer may also want something from a catalogue or directory which your company own. You can make the order for them.
  8. Be thankful.A simple, "Thank you" works magic. Remember, the customer hasn't woken up today to annoy you. They have entered your store to look for something that they have now purchased. Each purchase can increase your stores overall sales which could mean bonus on top of your wage. Be thankful.
  9. Say "Goodbye".It is just as important as your greeting. Not doing so could come across rude and it is something so simple to save a complaint.
  10. You're ready for your next customer."Next, please".

Community Q&A

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  • Question
    How can I remain calm when customers act like they own me?
    wikiHow Contributor
    Community Answer
    These experiences are very common in marketing. You should try to visualize how happy you will feel when you close a sale. Tough customers teach a lot. On the bright side, your skills as a salesperson will improve. However, it is important you understand if a customer is being unreasonably rude or abusive, you should not put up with it.
    Thanks!
Unanswered Questions
  • My question is,what should I do as a salesperson in other to keep and build more customers?
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  • Be available. Avoid idle chatting to other staff members.
  • Be friendly. You can always add your own conversational questions on top of the steps above.
  • Always smile. It will make all the difference in the world.





Video: How to talk to a customer and make good tips! | How to be a good server or waiter

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Date: 07.12.2018, 01:36 / Views: 53165